Technical Support Supervisor

Description

Job Title: 

Technical Support Supervisor

Department: 

Customer Success & Technical Support 

Location: 

Onsite, Charlotte, NC 

Reports To: 

Support Center Manager 

Job Summary

OneCloud is looking for a Technical Support Supervisor to lead our Support Center across our full product portfolio, including UCaaS and CCaaS solutions. In this people-first leadership role, you’ll guide a growing team of about 10 Level I and Level II technicians, offering daily coaching, hands-on technical support, and real investment in their career growth. You’ll own the ticket queue from triage through closure, oversee our live phone and web chat channels, and serve as the first point of escalation for both your team and our customers. If you take pride in finding the root cause, holding a high bar for quality, and making sure every issue is resolved for good, we’d love to meet you. 

Duties and Responsibilities

• Own the daily operation of the ticket queue, ensuring every active case has a correct owner, priority, status, and documented next step.
• Perform ticket triage on incoming requests, including priority assignment per the Priority Matrix SOP and assignment based on technician skill, account familiarity, and workload.
• Monitor the Support Center’s live inbound call and web chat channels throughout the day, ensuring technician availability, schedule adherence, and timely response to customers.
• Review open and pending cases at least daily, following up with technicians and re-assigning or escalating as needed to drive resolution; monitor and enforce SLA/SLO adherence, intervening on at-risk cases before they breach.
• Coordinate service dispatches from support operations and manage operational vendor escalations, ensuring vendor ticket references are recorded in the OneCloud ticket.
• Track team performance against service metrics, including SLA attainment, first contact resolution, and customer satisfaction; provide their manager with regular updates on performance, trends, and improvement initiatives; oversee process changes, identified problems, and configuration standards.
• Serve as a technical escalation point for technicians, assisting with complex issues involving device registration and provisioning, call routing, and call quality.
• Provide hands-on technical guidance to technicians during active cases, building troubleshooting skills through live case work.
• Own the case quality assurance process, reviewing completed cases against documentation and handling standards before closure, and ensuring accurate root cause is identified and documented, with diagnostic state captured before remediation.
• Review escalation notes for completeness before a case advances to a higher tier, returning insufficient notes to the technician for revision.
• Identify recurring incidents and trends, distinguish incidents from underlying problems, and raise known errors to their manager and Engineering with supporting data.
• Flag cases requiring coaching, correction, or recognition, and document findings in the appropriate management or HR system of record.
• Supervise assigned Level I and Level II technicians, aligning daily activity with department and organizational goals; provide ongoing coaching, feedback, and mentorship, documenting sessions and holding regular 1:1s with each direct report.
• Complete annual performance evaluations for direct reports.
• Escalate all formal disciplinary matters, performance improvement plans, corrective action, and hiring decisions to their manager. This role does not carry independent disciplinary or hiring authority, though it may participate in and provide input on candidate interviews.
• Develop and coordinate training and cross-training so technicians are equipped for their tier and the team builds bench depth; foster a culture of continuous learning, documentation, and accountability, and contribute to SOP development and revision.
• Coordinate creation and maintenance of internal knowledge base articles, keeping them current and accurate and converting resolved cases with reusable value into documentation; maintain customer configuration and account documentation sufficient to demonstrate accountability and establish fault boundaries.
• Serve as the first point of escalation for customers and the support team, escalating to their manager when an issue exceeds this role’s scope, authority, or resolution capability.
• Ensure clear, timely, professional communication by technicians throughout the case lifecycle, and directly manage high-visibility, high-priority, and at-risk customer situations, including proactive outreach and status communication.
• Other duties as assigned by leadership.

Requirements

Qualifications

• Proven ability to lead and supervise support technicians, with strong interpersonal skills and the ability to coach, motivate, and hold a team accountable.
• Experience managing a live support queue, including inbound phone and chat channels, against service metrics such as SLA, first contact resolution, and customer satisfaction.
• Proven ability to manage incidents, service requests, and escalations through resolution.
• Working knowledge of VoIP and networking fundamentals, including SIP, device registration and provisioning, call routing, and call quality troubleshooting.
• Exceptional oral and written communication skills, able to engage with customers and senior leadership.
• Excellent organizational and time management skills; a highly motivated self-starter able to prioritize competing demands across a live queue while maintaining documentation discipline.
• Experience with SIP trace and packet capture analysis, SIP trunking, QoS, firewall/NAT traversal, or multi-tenant hosted PBX platforms preferred.
• Experience in the Telecom, MSP, or Help Desk industry preferred; familiarity with ITIL/ITSM concepts and helpdesk ticketing and reporting tools preferred.
• Industry certifications such as CompTIA Network+, CCNA, or VoIP vendor certifications preferred.
• Willingness to travel occasionally to customer locations.

Education and Experience

• Bachelor’s degree in a related field (Information Technology, Computer Technology) or Business Management/Administration, or equivalent experience.
• 2+ years of experience in a technical support organization, preferably in a UCaaS or CCaaS environment.
• 1+ years of experience in a lead or supervisory capacity.

Physical Requirements

• Must be willing to participate in the support management on-call rotation, which is tertiary on-call in one-month increments, currently about four months per year, and to work after hours as needed.
• Must be able to occasionally lift up to 50 pounds when transporting or installing equipment for service dispatches.
• Must be at least 21 years of age with a valid driver’s license and clean driving record, as required by OneCloud’s vehicle insurance policy, to occasionally drive to customer locations for service dispatches.

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